Support Tooling Review overview

Periodically reviews the support technology stack and identifies automation opportunities — auditing ticket routing accuracy and auto-classification performance, benchmarking chatbot deflection rates against industry baselines, evaluating new AI-assisted support tools for triage and response suggestion, analyzing agent productivity metrics across tooling surfaces, assessing integration gaps between ticketing, CRM, and engineering systems, and producing a prioritized investment roadmap for support tooling improvements. Produces tooling audit reports, automation opportunity scorecards, and vendor comparison matrices. Excludes tool procurement execution.